Record Agent conversation with SM

[cavagnaro]

Is this possible? How trustable can that option would be? Any experience?

[CTIgem]

Based on white paper, it is possible and should be possible.

[cavagnaro]

Yup but wonder how good is the solution? 100% of recordings? HW considerations? Experiences...you know...some knowledge and headaches already suffered

[Gulden_NL]

Not I, we went the Nice route instead.  I view the SM route as a 90% solution.  Cheap, works but don't count on it if you're going to pay big penalties to the client if they lose some recordings.  It's all development from the ground up.  "Here's the tape, there's the recorder, you figure out how to run  it, change the tape, make sure the batteries are changed on time, then change it all when we change the tape size next revision level."  No thank you. Genesys is not stable enough in their product roadmap for me to bet anything like this on them.

Good luck when you ask the question of Genesys, they can't seem to point to any successful deployments of call recording on Stream Mgr other than to refer to a legendary "telco somewhere in the world."

[Timur Karimov]

Well, we use SM as recording application in our project. It's work as expected. But Genesys made it clear that is not the really pure, rich feature voice recording software for call-center, but it a simple and nice price-less feature by SM. Now it hav't any front-end application to view result of recording and all who wanna use it - mast have ability to develop it or purchase from external developer, but Genesys have road-map with pro-priority product start from  version 8.1

What about HW restriction - SM have option to write record with any of supported codec and in raw audio. The theoretical max performance is about 200 simultaneously recording in the raw audio on condition that this SM is does't use to any other task. But in real world we have real case  - 3 SM is enough for heavy load contact center with simultaneously used for call recording, moh, conference.

Genesys have some white paper what detailed describe how it work and mast be configured. Also in Reference Guide you can found the math. table for calculate the theoretical load on SM dependence by you actual codec and voice scenarios. For SIP only installation it's document mast be enough. But for work with for example Cisco CallManager is not so clear.

At the end - jast let me said again - it's work as expected in case you already make the choice what you really need - save the money or got he max feature.

WBR Thaler

[cavagnaro]

Thanks a lot guys! Will do some lab tests and see how to accomplish the best solution, by luck the CC is very small so the number of calls is also very reduced.
Thanks again for your inputs